How to Put Together a Communication Plan

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How to Put Together a Communication Plan

Putting together a communication plan will help make sure that all employees are on the same page. Put together a communication plan with help from the author of "How Organizations Deliver BAD Customer Service and Strategies that Turn it Around!" in this free video clip.

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Hi. This is Barbara Khozam, author of "How Organizations Deliver Bad Customer Service and Strategies That Turn it Around." My company helps businesses create loyal, raving fans for customers in 30 days or less. In this segment, we're going to discuss how to put together a communication plan. A communication plan, hmm, what a concept. I was doing research on what motivates employees and what came up in the top five was the feeling of being in on things, a/k/a communication. Because, here's the problem, when employees don't feel like they're being communicated with, like they don't know what's going on, they make up stuff and, when they make up stuff, that causes gossip, gossip causes negative rumors, which leads to low morale and low productivity. So, what I recommend always with my successful businesses is to start with communicating the mission, the vision and the values. A lot of my clients will actually communicate those three items when they're interviewing a candidate. They'll show them the mission, vision and values and say, "Hey, this is what we're all about. Is this something that you can be passionate about? Is this in line with your values?" Because, if the employee can't put themselves behind the company and what their goals are, they're not going to be a good fit. Now, let's say that a company needs to communicate a message outside that, like it's a major procedure change. Then, what I recommend is doing what Stephen Covey recommends in "The Seven Habits of Highly Effective People," begin with the end in mind. Be very clear with what your message is and to whom you're going to deliver it. Then, the next step is to pick the form of communication on how you're going to deliver it. So, is it going to be email, a brochure, a press release? Is it going to be face-to-face, a conference call or is it going to be you in person? I had one company that would choose multiple ways. For example, they were communicating a major procedure change. So, first the owner of the company sent an email to all employees. Then, the managers would meet with all of the employees, have a team meeting to discuss the change. Then the manager would meet with each employee individually to find out their fears, their thoughts. Are they on board, yes or no? And then, the last piece is very crucial, is to follow up. Don't just communicate the change and you never communicate again, it's consistent and persistent follow up. So, remember, in order to have a successful communication plan, you need to be persistent and consistent and you will only be successful. Once again, this is Barbara Khozam, author of "How Organizations Deliver Bad Customer Service and Strategies That Turn it Around."